Politics · Brazil · 1 hr ago
Brazil requires companies to offer human customer service every day
A Brazilian decree on customer service took effect on Monday, setting new rules for consumer help desks.
It covers providers of products and services regulated by Brazil’s federal government, including certain financial services overseen by the Central Bank.
Companies must offer human assistance by phone and digital channels from 8 a.m.
to 8 p.m.
every day, including weekends and holidays.
They may use automated systems or artificial intelligence, but these must not block access to a person during those hours.
At least one digital channel, such as a chat service or messaging app, must be available 24 hours a day, seven days a week.
The rules also set phone response targets, limit customers to five levels of service, and require companies to call back within five minutes if a call drops before the issue is resolved.
Non-urgent requests must receive a clear response within seven days, while requests involving significant risk require immediate priority handling; regulators will oversee the rules.
Brazil’s new consumer-service decree took effect on Monday, November 2, requiring covered companies to provide access to human customer service.
Human assistance must be available by phone and through electronic channels from 8 a.m. to 8 p.m. every day, including weekends and holidays.
At least one digital channel must remain available 24 hours a day, seven days a week.
Automated systems and artificial intelligence may assist with handling requests but must not block access to a person during required hours.
The rules apply to providers covered by federal executive regulation and to certain financial services subject to Central Bank regulation or supervision.
- Who
- Providers of regulated products and services covered by the decree, including certain financial-service companies.
- What
- They must offer human customer service by phone and electronic channels every day, and keep at least one digital channel available around the clock.
- When
- The decree took effect on Monday, November 2, 2026. Human service is required from 8 a.m. to 8 p.m. daily.
- Where
- Brazil, through companies’ phone and electronic customer-service channels.
- Why
- To give consumers access to adequate information about contracted services and more effective, personalized responses to their requests.
This story does not have two clearly opposing sides.
Decree No. 13,135 was published.
The decree took effect, requiring covered companies to provide human customer service.
- Decree
- No. 13,135
- Effective date
- Monday, November 2, 2026
- Human-service hours
- 8 a.m. to 8 p.m. every day
- Digital availability
- At least one channel must operate 24 hours a day, seven days a week
- Phone response target
- Direct contact within 20 seconds for at least 80% of requests